Retail TouchPoints

FEBRUARY 26, 2024

Consumers are quickly losing trust, and companies must act swiftly and responsibly to restore it. This happens in an environment where consumer trust is already fragile. Let’s dive into how companies can embrace a culture of security and trust. Following suit with GDPR and other jurisdictions globally, the U.S.

Improvements 317

Improvements Payment Services Consumer Banking 317

Retail TouchPoints

FEBRUARY 16, 2024

With the sector continuing to experience accelerated growth, major retailers are looking for ways to maintain and build trust while dramatically improving customer experience and orchestrating cohesive customer journeys. Additionally, global ecommerce spending could surpass $7 trillion as early as 2025.

Customer Experience 310

Customer Experience Payment Services Improvements Customer 310

Forrester eCommerce

FEBRUARY 18, 2021

One of the top challenges and misunderstandings that I continue to see here at Forrester is about what the definition of Zero Trust actually is. Zero Trust is not one product or platform; it’s a security framework built around the concept of “never trust, always verify” and “assuming breach.”

Definition 545

Definition 545

Forrester eCommerce

AUGUST 24, 2020

What exactly is Zero Trust? For those of you who have been hiding away in a cave for the past decade, Zero Trust (ZT) is a concept founded by Forrester alum John Kindervag in 2009 that centers on the belief that trust is a vulnerability and security must be designed with the strategy never trust, […].

Management 354

Management 354

Forrester eCommerce

NOVEMBER 11, 2021

We all want to be trusted, and, in turn, we are inclined to trust others. So it is perhaps unsurprising that we have a highly inflated sense of levels of trust, especially in our professional lives. When we asked B2B marketing and brand leaders in Forrester’s 2021 Brand And Communications Survey if they act in […].

B2B 369

B2B Marketing Other Customer Experience 369

Retail TouchPoints

SEPTEMBER 29, 2023

As brands try to navigate this strange new world where the cost of content generation and distribution are near zero, they are faced with a fundamental dilemma at the heart of it all: How to take advantage of these game changing technologies while gaining and keeping the trust of their customers?

Customer Data 264

Customer Data Operations Technology Games 264

Forrester eCommerce

AUGUST 29, 2023

We’ve just released the industry’s first evaluation of all-in-one Zero Trust Edge (ZTE) solutions, which some vendors call secure software-defined WAN (SD-WAN) […]

370

370

Retail TouchPoints

MAY 17, 2023

All three investments are aimed at helping enhance the Ebay experience and build customer trust. Trust is such an important cornerstone of our marketplace, and for Ebay we want to build trust with our buyers,” said Xiaodi Zhang, VP of Seller Experience at Ebay in a previous interview with Retail TouchPoints.

Sporting Goods 298

Sporting Goods Apparel Fashion Accessories 298

Forrester eCommerce

JANUARY 24, 2022

At the beginning of 2022, Zero Trust faces a bizarre dichotomy; it’s on the verge of becoming the de facto cybersecurity approach while simultaneously having many security practitioners decry it as “just a marketing ploy.” How did we, as the security community, arrive at such a precarious perch?

Definition 370

Definition Marketing Customer 370

Forrester eCommerce

JULY 14, 2022

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention.

Customer 370

Customer B2B 370

Forrester eCommerce

FEBRUARY 1, 2024

The Digital Signature And Trust Solutions Landscape, Q1 2024, is live, reflecting our evaluation of key players and trends shaping the market. Vendors have demonstrated some curiosity and are tentatively exploring use cases more exciting than document signing.

Electronics 217

Electronics Document Marketing Customer 217

Forrester eCommerce

MAY 11, 2023

It’s human nature to want to be trusted and to trust in return. This explains why “trust” is such a ubiquitous component of corporate messaging across industries and cultures. Understanding who buyers trust, and […]

B2B 195

B2B Marketing 195

Retail TouchPoints

APRIL 26, 2024

Nevertheless, brands often fall short of meeting consumer expectations through various avenues, with a recent survey finding a staggering 88% of Gen Z respondents claiming they don’t trust brands’ green claims. Addressing this challenge requires a commitment to transparency and accuracy in packaging content and messaging.

Consumer 147

Consumer Shipping Costs Shipping Supplies 147

Forrester eCommerce

APRIL 27, 2023

Our research teams have been planning and publishing a ton of research around Zero Trust, and, since we’re analysts, new terminology, and comorbid acronyms, have emerged. Over the last year, I’ve been scared of two things. My first fear was that all these new terms would confuse both the readers and the market. The second […]

Marketing 195

Marketing 195

Retail TouchPoints

AUGUST 15, 2022

Each step in the online customer journey is another opportunity to build a trusted relationship with customers, but retailers fearful of fakes and bad actors create online experiences that alienate customers by treating every online interaction as potential saboteurs to their business. It’s about switching the focus to online trust.

Merchant Services 264

Merchant Services Payment Services Payments Financial Services 264

Forrester eCommerce

OCTOBER 31, 2023

A focus on fundamentals such as empathy and accountability will equip companies to earn and keep trust in 2024. Read our predictions.

Other 379

Other Consumer Management Customer 379

Forrester eCommerce

MAY 13, 2021

This may be a bit of a long blog due to the extensive nature of the Executive Order On Improving The Nation’s Cybersecurity and its impact on cybersecurity and the Zero Trust approach.

Improvements 543

Improvements Blog Customer 543

Forrester eCommerce

DECEMBER 18, 2023

Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.

Banking 235

Banking Customer Financial Services Customer Experience 235

Forrester eCommerce

MARCH 3, 2023

Until recently, discussions about Zero Trust (ZT) in Europe focused on the what and why. European organizations see significant value in adopting Zero Trust and have taken steps to prioritize adoption. The last year has seen a significant shift in the market, and organizations have now begun focusing on the how.

Marketing 195

Marketing Management 195

Forrester eCommerce

MARCH 9, 2023

Organizations around the world are embarking on their Zero Trust journeys. Often, these voyages are undertaken without a complete understanding of the destination: Zero Trust maturity. Reaching a level of Zero Trust maturity requires careful planning and a steady course to get there.

195

195

Forrester eCommerce

JUNE 27, 2023

We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.

Financial Services 195

Financial Services Customer Banking Customer Experience 195

Forrester eCommerce

AUGUST 9, 2023

This week, we are thrilled to release new research: Build Trust And Lasting Emotional Bonds With Empathy. This report delves into empathy, one of the most critical of the seven levers of trust defined in the trust imperative.

Customer 195

Customer Management 195

Forrester eCommerce

FEBRUARY 7, 2023

Forrester originated the Zero Trust Model over a decade ago and defines Zero Trust as: An information security model that denies access to applications and data by default. Zero Trust advocates […]

Information 195

Information 195

Forrester eCommerce

MARCH 25, 2019

I get asked 2 questions at least weekly, in some cases almost daily: Where do we start for Zero Trust – Fix your IAM and user side of the equation. What is the difference between other frameworks and Zero Trust – Ok, now we can get down to the nuts and bolts on this one. Zero Trust turned ten years old this […].

Other 362

Other 362

Forrester eCommerce

MAY 12, 2021

Everyone knows that trust is critical to success, and in the next decade, it will take on even more importance.

Customer 264

Customer Customer Experience Management 264

Optimizely

MARCH 5, 2021

Getting back to whatever kind of normal we’re going to have is based on the perception of trust,” said Michael Mace, VP Market Strategy at UserTesting. “If If the government in your country isn’t providing that trust, it’s up to the companies to step up and establish trust.”. Building and Sustaining Customers’ Trust.

Travel 367

Travel Improvements Operations Consumer 367

Forrester eCommerce

AUGUST 8, 2023

As attacks increase in sophistication, Zero Trust threat detection and response has become […] This Tech Tide™ enables security and risk pros to identify wasteful and redundant technologies while focusing on the current attack surface.

Technology 195

Technology 195

Forrester eCommerce

SEPTEMBER 10, 2021

There is no executive role that better aligns with the trust imperative than the CISO. Find out why and how it may impact your organization directly.

Management 285

Management Customer 285

Forrester eCommerce

MAY 31, 2022

In 2021, Forrester ran a pilot study of Australian adults to measure how people’s trust in government drives critical behaviours. We found that Australians have moderate trust in the institution of government. On average, only 28% of Australians trust the federal government.

Customer Experience 195

Customer Experience Customer 195

Forrester eCommerce

JUNE 8, 2023

Forrester started covering Zero Trust (ZT) adoption in APAC in early 2020, when Zero Trust was largely touted as a buzzword in our region. At the time, this inaugural APAC specific ZT research showed that while ZT is mainstream in US and Europe, it was slowly but surely gaining adoption in APAC. Fast forward 2 […]

195

195

Forrester eCommerce

AUGUST 8, 2019

Watch this video to see what happens when a threat attacks a Zero Trust environment compared to a perimeter-based one.

388

388

Forrester eCommerce

SEPTEMBER 27, 2021

Are you wondering what privacy, customer emotions, and trust have in common? Good friction is the answer. Do you want to get started?

Customer 362

Customer Customer Experience 362

Forrester eCommerce

JUNE 20, 2023

Forrester’s extensive research into global consumers’ trust has been tracked annually since the beginning of the pandemic.

Consumer 195

Consumer B2C Marketing Customer 195

Forrester eCommerce

FEBRUARY 22, 2023

Zero Trust has seen an increase in adoption over the past few years — Forrester’s Security Survey, 2022, shows that 83% of global large enterprises are reporting that senior leadership has committed their organizations to the adoption of Zero Trust. Aspects of the Zero Trust model continue to be misunderstood, however.

Customer 195

Customer 195

Forrester eCommerce

FEBRUARY 1, 2022

Hot on the heels of Forrester’s release of our definition of modern Zero Trust, the US Office of Management and Budget (OMB) released a memo entitled Moving the US Government toward Zero Trust Cybersecurity Principles. What a time to be alive! Coincidence? A Big Deal? If executed as mandated, not only will […].

Definition 195

Definition Management Customer 195

Forrester eCommerce

NOVEMBER 15, 2022

Amid geopolitical instability and economic turbulence, organizations will need to earn consumer trust to thrive. Read our predictions to help strengthen your firm’s trust strategy.

Consumer 195

Consumer Banking Customer 195